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The thought that an organization can be widely adored and loved is false. This is true both traditional and on the internet. Even if you think your company is great, you are going to have to confront some criticism. It is actually the way you handle the criticism when you find it that counts. This is especially important to do when you do your business online -- where people do not have a lot of chances to interact with you in person to counteract the negative opinions they read. So here's what to do. Respond to the criticism as fast as you are able to. This is very vital. You wouldn't want to simply let a bad review sit somewhere without responding to it. If the review was published in a public forum, respond to that same thread and thank the person for his or her criticism. Tell him or her you're looking into it and ask them for permission to discuss their issues privately. This provides proof that your big priority is the creation of the absolute best possible product and that you can take feedback very well. This will help you earn lots of respect. Actually spend time checking out whether or not a criticism is about something that actually must be fixed. their website People could tell the difference between trolls and genuine feedback. There's no need to reply to "you suck." "I ran into a 404 page" or "The formatting is all messed up" are things that you are going to need to correct. Check everything out and if the change is something you need (or want) to make, make it. This demonstrates that you pay attention and will act when you want to. Each reply you offer has to be individualized. If you alter something according to a complaint launched by someone specific, let that person know you've changed things to make them a lot better. Additionally, it is good to put up a post or a response in the forum that says, in essence, the same thing. That proves to everyone that you can take constructive criticism without getting mad. It demonstrates you are prepared to do the work you must do to give people what they want. This is smart, even if you decide against making modifications people have requested. Write that you examined the situation but have determined to leave things exactly how they are. Be sure you explain why this is. Reputation management is the name of the game when you react to critique; don't forget that. If you fire back at another person for saying something unfavorable about you, you only look petty. If you pay no attention to peoples' criticism and try to insist that it is all okay, you'll appear as if you do not understand your own business all that well. Keep your pride under control. People aren't attacking you as an individual (hopefully). They just had a less than great experience with your offer. This implies that you have to improve the product so that they will not have a repeat of that same experience. The way you handle critique tells people lots about both you and the business you are running. Make an effort to be as optimistic as you can about it!
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